Overview

There is a known issue in version 4.4.1 of the CrashPlan app that can prevent restoring folders on Windows devices. This issue is caused by incorrect handling of Windows access control lists (ACLs). This article provides temporary solutions that can help you restore before a fix is available.

Affects

Restores to Windows devices from version 4.4.1 of the CrashPlan app

Diagnose

If you are affected by this issue, you can see your backed-up files and folders in the CrashPlan app's Restore view, but attempting to restore a folder results in an error message in the Restore Status section of the CrashPlan app.

Solutions

You can use any of the options below to restore your files. We recommend these temporary solutions in the following order:

Option 1: Restore using the CrashPlan web app

To restore a small amount of data, use the CrashPlan web app to restore your files. The amount of data that can be restored at once from the CrashPlan web app is limited and varies by your version of CrashPlan. However, there is no limit on the number of restores you can perform from the CrashPlan web app.

For example, if you use CrashPlan for Home, you are limited to 500 MB per web restore. If you need to restore 600 MB of pictures, you could restore these files in two batches of 300 MB each.

Option 3: Restore files individually from each folder

If the other options are not available for you, you can use the CrashPlan app to restore the files of each individual folder that you want to restore. This option can be time-consuming, especially if you want to restore files that are spread across many folders.

Open the CrashPlan app.

Go to Restore.

For each folder that you want to restore:

In the file selection, select the individual files inside the folder you want to restore.